But the secret of Zappos' customer service success lies elsewhere, I'd argue, in what I call Zappos' Culture of Yes. Customer after customer, hour after hour, Lindy proves herself to be the most enthusiastic retail employee in the history of retail enthusiasm. Here, Tony Hsieh and company have a simple theory: a generally-friendly employee has the most potential to become a customer-friendly employee. Were you hoping there was a stranger and sexier secret behind Zappos’ customer service success than my nitty-gritty “create a culture of yes”? Live Video–Micah Solomon Speaks on Customer ServiceMicah Solomon: Author, consultant, keynote speaker, thought leader on customer service, customer experience, corporate culture, innovation, hospitality.

Source: Forbes June 19, 2017 05:32 UTC